No unlimited plan

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  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
I was lied to by the saleman and customer service. I have been with Excede / WildBlue since August of 2015 and i was promised by customer service that by March of 2016 there would be a plan avalable for $69 a month unlimited internet (No Datacap). Here it is now June 2016 and this plan doesn't show on their site as being available, nor is it even offered anymore. If i knew then what i do now i never would have gone with this company in the first place. Honor is a biggie in my book, I don't find these people very honorable.
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Jeffery Melhorn

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Posted 2 years ago

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Bev, Champion

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That plan MIGHT have been available then had there not been delays in launching the next satellite but, no concrete plans for when Viasat 2 is operational have been announced. We should see what those will be sometime next year, assuming all goes well with the launch this time.
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Jeffery Melhorn

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A lie is still a lie, your company never should have put out that ad if it wasn't going to be true. I may be stuck with this contract, but as soon as it expires I will be going with a different company.
(Edited)
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Jeffery Melhorn

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I am not trying to be rude here, but the honest truth is that I have dealt with this service based on the promises made, but this means toughing it out for over another year, and on you're statement it is still only speculation based on that there  are no further delays on the launching of the satellite. It appears that you're not living up to the end of your deal, which could be deemed as a Breach of contract.
(Edited)
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Jeffery Melhorn

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I have saved and printed a  hard copy this this entire conversation.
(Edited)
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Lynn Hoffman

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Jeff I am totally with you on their breech of contract. While I've never heard of the plan you are talking about but that could be living in different states. But we only have cell phones and we live in the country so we have to have satellite internet. I had to get a network extender from Verizon to help get a better connection which Depends On A Good/Great Internet Connection. I cannot tell you how many times I have had dropped calls. A lot of calls have been talking to customer services or places that have hundreds of people that answers the calls, so when your call is dropped in the middle of your call you have to call back and go thru the same thing all over again. Or when talking on the phone to family n friends they can only hear bits and pieces of the conversation or your talking away and not having any problems and then you realize the call has been dropped. It does not matter what time of day or night or the day it is either. Internet is always freezing, videos for facebook or ones that have been sent to you constantly are loading, this is anytime of day or night. I too was guaranteed by customer service that there would be no loss of Internet or if so it would immediately be back on even during storms. I understand losing it with storms but I do not understand when there's not a cloud in the sky. The funny but sad part is its not just you and I that have been complaining about this same thing, there's lots of people who are complaining and they are on different plans. We are on the Freedom Plan and we have only come "close" one time to our limit which is 150gb. My grandson watched Netflix all weekend. We have been with Exede for a year and a half and have complained from the time we went permanent. The first 3 mths we had excellent connection. At one time during those 3 mths we had 4 smartphones, 2 smart tv's, and 4 computers all using the Internet and never had problems. So I do believe that we should be allowed out of our contract and not be responsible for the 6 mths left of contract. It would only be right and fair.

Hope we get our issues taken care.
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Brad, Viasat Employee

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Hello Jeff,

I wanted to address some of your concerns and statements. First and foremost just a little Forum Decorum and this is more for the general population on here: If anyone on here does *NOT* have "Employee" listed next to their name like me or Diana, they are just fellow customers that choose to be on here to be helpful. Our Champions are customers that tend to give very helpful information and since this is a forum designed for self-help we give them some credibility to their helpfulness in the past. If you are frustrated with Exede please do not be abrasive or rude to fellow customers as that is a violation of our forum rules/policies and could lead to a ban. https://community.exede.com/exede/topics/exede-and-wildblue-forum-policies-update Feel free to email us at exedelistens@viasat.com if you still have some frustrations but please do not go after fellow customers.

Now for the important stuff: So that brochure you posted is an official brochure and does not have anything of concern. It lists our classic plans as well as our evolution plan. The evolution plan didn't count email or web browsing against data but they all had hard set data caps. These plans could still be available but I do know in many areas, they were retired in favor of our Liberty plans. I do know some dealers had touted the Liberty plan as "Virtually unlimited data" as there is no hard data cap. Instead you get a "soft data cap". Once over your data, you can continue to browse with speeds between 1-5 mbps as much as you want in the daytime or late nights. During primetime hours you will see reduced speeds. Details can be found here http://www.exede.com/liberty/

I can fully understand what was told to you regarding this summer. Old Labs posted a really good explanation below pulled from some spacenews, Viasat press releases  ect. What basically happened was as of last year and even earlier this year, we were fully planning to see ViaSat 2 launch this summer. We were using Space X, but they've had some setbacks with their Falcon Heavy rockets (what we would have used) and as a result could no longer book us for this summer. While we are going to use them for a future satellite, we have since opted for a new carrier to get us launched as quick as possible. However with rocket launches "a quick launch" could take several months to prepare for....literally rocket science. So they are the quickest option to get us launched but we're looking at the end of the year for that particular launch. Closer to time we will know what packages will be available, price points, features, ect and will probably announce those around or shortly after launch. Us in the corporate office don't even know specific plans yet. As of now there's no reason to believe we'll see a delay and are planning to launch at the end of the year.

Trust me when I say that there's no group more excited, impatient, or ready for ViaSat 2 to launch than we are. If we could launch it today we would but since we have to use a rocket company to do this for us we have to wait. Anyway if you still have concerns please contact us at exedelistens@viasat.com and we can work with you more directly.
(Edited)
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Brad, Viasat Employee

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Lynn, 
There could be many many many reasons an internet connection could be lost or slowed. Weather certainly could be an issue but other things like a slightly blown askew dish, a router (usually suspect number 1 in most connectivity cases), a faulty cable, computer/device issues, resetting modem,maintenance of connections ect all could cause issues and as a result the agreement for our or really anyone else's internet does not have a guarantee of connection just because of how many factors could cause this. The connection should be very reliable, it should withstand some weather events, ect.  If this is something routinely happening we'd like to take a look at it because it could be something that we can easily fix. As for the network extenders for your cellphones we won't be able to troubleshoot that as it's not our device. I do know those are very hit and miss on a satellite internet connection. Some people it works flawlessly and others it barely works. Please email us at exedelistens@viasat.com and we can take a look to see if anything on our end could be causing these issues for you.
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Betsy

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Every month about the tenth day after my billing period ends, I get an email telling me that my account is now in "No mans land" and is now slower than snail mail because I have used 100% of my allowed GB. I go to account to check it and I have 65 to 55 whatever's left! I can use 75% of my allowed with nothing on, and not home, with computer with me. This is a horrible company, but I can watch DIRECTV movies on it, where DSL was to slow. I was also told last year about the new and improved plan coming soon. Joke! Does anyone know if you can run DSL (Verizon) with Exede just for movies?
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Steve Frederick, Champion

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Watching DTV movies using your Exede internet connection will consume 3 to 4 GB of data each. That being said, your monthly data allotment will be used up with a few movies.
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Old Labs

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Up until June 28,2015 the tentatively scheduled launch for ViaSat-2 was early 2016. However on that date, SpaceX suffered a catastrophic failure of one of its Falcon 9 vehicles shortly after lift off - a RUD (Rapid Unexpected Disassembly) as Elon Musk has taken to calling them or in other words it went boom!

SpaceX didn't even return to flight until December 2015. While ViaSat-2 wasn't scheduled to launch on a Falcon 9, the Falcon Heavy program was subsequently delayed since it amounts to 3 Falcon 9 rockets (apparently duct taped together).

In February, ViaSat announced they had dropped Spacex in favor of Arianespace and the tentative launch is now early 2017. Once launched and in orbit there is some additional time required to actually place the satellite in service - so mid 2017 is probably a more realistic estimate at this time and you won't be seeing any reliable details regarding new plan offerings until the launch date is set in stone (or at least has an actual launch date or window other than To Be Determined) .

In hindsight, ViaSat appears to have made a good decision in switching to Arianespace since the latest estimate for just the Falcon Heavy demo flight is now around November and ViaSat was originally scheduled for the second or third commercial launch after that. Add to that further delays as SpaceX attempts to perfect its booster recovery options, those too could have some impact on the Falcon Heavy program - yet another RUD a few days ago but only for recovery not actual launch.

The Arianespace track record suggests it's a better bet against further delays. The only certainty is that ViaSat-2 isn't going anywhere without a ride.

If you want to keep tabs on the scheduled launch as it approaches see:

http://spaceflightnow.com/launch-schedule/

They're pretty good at it but as of right now I see no specific mention of an Arianespace/ViaSat launch. If lucky maybe Boeing will have the satellite ready and ViaSat can take advantage of a mission scrubbed because its payload isn't ready.

I'm tempted to say, Cmon man it's not rocket science but of course it is in this case.  
 
(Edited)
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Brad, Viasat Employee

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This is very true. We had every intention of being geared up to see ViaSat 2 up in the air by now but due to delays we had to switch carriers. Unfortunately we don't own any rockets or anything to do it ourselves so we have to use a carrier to get our satellite up in the air. But yeah to answer "why isn't it up now?" "how much longer" "why don't you know a date now"...to put it lightly It's literally Rocket Science. We are strongly looking end of the year but things like weather and stuff like that can delay it but we don't at this time have any reason to believe we'll see any delays.

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